Heidi Munc

AVP User ExperienceNationwide

Heidi is a user experience expert and creative problem solver. With over 20 years of experience, Heidi has successfully demonstrated the value of using design thinking to solve business problems in large organizations. She is a tireless advocate for both user-centered design and the power of leveraging the design process to solve large complex problems.

As AVP of User Experience, Heidi has assembled and led cross-functional teams that align business goals with user goals and deliver great user experiences. Heidi and her team are accountable for experience strategy, design research, and creative for both digital and non-digital channels and touchpoints used by consumers, agents, advisors, call center representatives and other internal associates across the Nationwide Enterprise. Her team not only improves experiences, but products and services as well.

Recently, Heidi’s team lead the creation of the customer experience framework that is being rolled out to the enterprise to unite associates in delivering an improved customer experience in the moments that matter most.

Prior to Nationwide, Heidi led design teams at AOL and Netscape, and worked for serval mid-sized digital agencies.

Heidi graduated cum laude from The Ohio State University in Columbus, Ohio.

CX should be a continuous improvement engine enterprise wide. Your customer should be listened to, you should be able to take that data you receive and strategize what to improve, design that experience, roll it out and then measure it’s effectiveness. Getting to this point requires organizational transparency, buy in and enthusiasm for CX as more than just a shiny object. Join this session to hear how to get this buy in and really set up your continuous customer experience machine:

•CX should be a continuous improvement engine enterprise-wide

•Your customer should be listened to, you should be able to take that data you receive and strategize what to improve, design that experience, roll it out and then measure it’s effectiveness

•Getting to this point requires organizational transparency, buy in and enthusiasm for CX as more than just a shiny object

•After you get to this point and can start showing results, there are lot more possibilities for your role and your department

Check out the incredible speaker line-up to see who will be joining Heidi.